“It was the best of times, it was the worst of times…” As part of our beatonbenchmarks reports, we report to firms how they are performing in key service attributes. These cover the full breadth of client experience and can be used to predict other performance metrics. Most often we do this by reporting on the average score of their client base in each attribute. Knowing where they are ahead of or behind their competitors provides firms with diagnostic information for improvi

The latest edition of the CommBank Legal Market Pulse report in Australia reveals an industry in flux, with shifts both in outlook and how the work is done. This report is based on a quantitative survey by Beaton Research + Consulting of CEOs, managing partners and other senior leaders in Australia. Forty law firms participated in this year’s report. Here are some of the key findings: 5% of respondents said last year that they expected 2017 to have good overall business condi